3,751 Customer Reviews over 94 pages
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- Location
- Kenilworth
- Reviewing
- Plusnet
- Date
- 2015-10-30
- Comments
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Generally the broadband connection was okay, though with intermittent loss of service. However, when it came to disconnection on moving out of the house, the service was very poor and inefficient. Has put me off using Plusnet again.
- Location
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- Location
- johson
- Reviewing
- Plusnet
- Date
- 2015-10-30
- Comments
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customer service rubbish keep losing connection with broadband
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-10-29
- Comments
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Plusnet are appalling.
I complained for over a year re our service and finally took our case to CISAS. Immediately upon doing so Plusnet deleted my entire 'support ticket' history from my online account details.
They're routinely patronising and dismissive. They're also completely ignorant of the technology they're supposed to be supporting.
As they're part of BT I find it unbelievable that they "don't share information" or at least that's the excuse I was given every time I asked for an update on our complaint- "we don't share information between engineers".
My only suggestion would be to complain and take your case to CISAS. I won our case and CISAS told them to give us compensation for our time and effort involved in trying to get them to actually do something.
Appalling, rude and utterly useless.
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2015-10-29
- Comments
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Overall very poor response times on the phone line. Minimum wait 25min maximum wait 1hr 4min over 18 calls to the billing line.
Fromthe first bill i was over charged 6 phone calls to sort that out over the first 3 months of the contract.
On the final bill they decided to put cancellation charges on. Although i had been with them for 21 months on an 18 month contract.... i refused to pay and they called in a debt management conpany..... asked to speak to a manager they cancelled the charges but not the debt management company..... 12 phone calls later i have had to pay the money and i'm now trying to get the money back from Plusnet....m
Moral of the story never pay anything you genuinely belive you shouldn't have to pay. Never go with Plusnet or BT and soon to be EE.... All the same company...
If you want a good broadband conpany with good customer service look in Germany.....
- Location
-
- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2015-10-29
- Comments
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Absolutely hopeless all I want Plusnet to do is move my old phone number from Virgin over which they promised would be no problem. After three months of being lied to by endless different people I'm stuck with a phone number that no one knows. It seems impossible to get a resolution to this problem. Do Not Use Plunet.
- Location
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- Location
- Enfield
- Reviewing
- Plusnet
- Date
- 2015-10-28
- Comments
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Decided to sign up after having received extremely bad service from another provider. Their connection is contended even the unlimited package, which means they can put bottlenecks on your service when more users are connected. Their service keep insisting on charging £30 upwards even when you have finished with your contract. Penalty for leaving them. Definitely certain against the broadband code of conduct but nevertheless it is here. Charging is erratic much like many other top providers. Even though all companies are on the same BT open reach network, they want to charge ridiculous money for engineers visit. Even though if your line does not require one as connections are remotely activated by their services.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Plusnet
- Date
- 2015-10-27
- Comments
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I dont write reviews, but the impression I got from Plusnett customer service forced my hand.Changing contract midway,and not being able to cancel due to being jumped from one agent to another not to mention being kept on hold for ages (not exaggeration) be prepared to hold.Then being told by different agents I do not have to pay to leave & ending up paying even though was told not to. I wish I had recorded conversations between agents but never had foresight.Never again in whole Plussnett your service SUCKS & has left a bad taste. I would not recommend you to my enemies.
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-10-27
- Comments
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Been with plusnet for nearly a year and it's been ok. not good, not bad, just ok- not as good as the service we had with BT previously but as we got a good deal at the start you can put up with occasional slow speeds and the wifi disconnecting regularly. However, we're moving house and I need to either move our service, set up a new one or cancel and I can't manage to speak to anyone on the phone to arrange this. the homemoveing team are not available for all the advertised customer service hours, neither are the cancellation team- I have spent about 45 minutes waiting on the phone to either a) give up waiting after 20 minutes b) speak to someone who couldn't help because certain teams finish at 8pm or c) wait on hold for 17 minutes just to get cut off! I have now been told (by online chat assistant) that I can cancel in writing which is what I'll be doing and going back to BT where they answered my call immediately and were able to give me all the info I needed right away. Award winning customer service?? I don't think so!!
- Location
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- Location
- Holyhead
- Reviewing
- Plusnet
- Date
- 2015-10-27
- Comments
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Avoid if you wish to remain sane!
My elderly father was enrolled with plusnet by his computer guy. What a rubbish deal! He only occasionally uses internet but his bills were around £35 a month, higher than ours and my hubby is hardly off internet and I am constantly on the phone. When I took over handling his affairs I complained and he had a reduction to just over £29 a month.
The biggest problem is the contracts! When he moved house a year ago they conned him in to a new 2 year contract. He moved again yesterday and were told that to get the neccessary phone line installed we had to have a new 2 year contract. I reluctantly agreed as the phone is vital! I wasted 6 hours waiting for the engineer to arrive and then I phoned customer services on a mobile. What a joke!!!! The usual half hour wait, then transfered and another long wait, put on hold yet again by a rep who kept repeating the same mantra, not listening to my concerns and getting shirty with me when I got cross! They nsisted that the engineer had visited the flat and no one was there. To access dads flat you have to report to reception and request access via the security door and sign in. This was not done but I was apparently not telling the truth. They also said he tried to phone my mobile but I had no missed calls logged and no messages! We told them we consider them to be in breach of contract, having been promised a phone line on the 26 October 2015. They have the cheek to want us to pay £169.75 fee. They are in my opinion a bunch of greedy charlatans!!!!.......... Oh yes, one more thing! While you are waiting your half hour stints for them to answer the phone they play raucous music, I assume designed to make you give up!
NOT RECOMMENDED! If I could award minus points I would!
- Location
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- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2015-10-26
- Comments
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Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
- Location
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- Location
- Hereford
- Reviewing
- Plusnet
- Date
- 2015-10-24
- Comments
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Always felt happy with Plusnet - decent reliability - good speed - good price.. until today when I tried to use their customer service for the first time. I've spent 25 minutes stuck in a call queue having spoken to an operator after 10mins who couldn't service my request and stuck me back in the queue!!! At least it's given me time to write this review while I wait... Shame, genuinely thought they were better than the other terrible BB providers.. guess not :(
- Location
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- Location
- Holywood, Northern Ireland
- Reviewing
- Plusnet
- Date
- 2015-10-24
- Comments
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Changed this month from BT, who were over charging and poor value for money. Cannot prise Plusnet highly enough, very fast smooth change over, and internet speeds are much faster than BT for a lot less money. highly recommend.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-10-24
- Comments
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I would like to first thanks Sam Hargreaves for his outstanding customer service that he provided. I recently moved home and was waiting for 2 weeks for my internet and phone line to be set up I received a tx from plusnet saying an engineer will be out 14 October between 8am-1pm I had a day off and was called into work but my wife was home for a short while as she had an appointment with the doctors for the little ones as they where in well unfortunately that had to be missed due to the fact that no engineer appeared and she stayed home all day waiting. I was furious so I called in the morning and spoke to Sam Hargreaves and appoligised for the inconvenience it had caused. He stayed that there was a mix up and no engineer was needed to come out imeddiately he offered one month of my broadband and went out his way to even call back on my mobile on two occasions to set up my new router which I had purchased from tesco as I lost the plusnet one I could not thank him enough for the service he has provided overall I am very satisfied with the customer service and how quickly they can resolve issue people of you can't get through to them on time well then I suggest you try calling first thing in the morning and you definitely will get through.
- Location
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- Location
- Wigton
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
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Best broadband provider we've had in years. Strong fibre optic connection that does wave up and down a bit but otherwise stays above 60mb. It was set up in half an hour with no delays. I can finally download movies and games in a time frame of minutes instead of days, and nobody is complaining that their streams are crashing constantly.
Not related entirely but it's worth reminding people reading these posts that the vast majority of people will only write up reviews when they want to complain about something.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
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What a faff!! Been over a week now waiting for our broadband to come back up!! Plusnet said it would take no more than 4 days! My mobile data is through the roof.. cant watch catch up tele... and the customer helpline is USELESS my husband is a IT consultant and can do a better job than this.... VERY VERY unhappy!!! Get it sorted plus net or we shall find some other service that says what it will do and is honest to their costumers!! We are paying good money and you cant even provide the service.
- Location
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- Location
- southampton
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
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Biggest Mistake I have made going to Plus Net Firstly the router they supply has no range like the Sky I had previous despite being in the same location. Had to buy 2 wifi extenders If you stream movies don't expect to see the end of them as it constantly drops out. Phoned them and after a 45 min wait I was told they were allowed to drop out 5 times a day and mine had only dropped out 3 times in the last 24 hours Drop outs can last mins or hours but they said they are allowed I was also told they are NOT a premium broadband supplier so don't expect a premium service Roll on March 16th when I can dump this lousy service in the mean time I must tell everyone
- Location
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- Location
- Scottish Borders
- Reviewing
- Plusnet
- Date
- 2015-10-22
- Comments
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Super ISP when I first started about 6 years ago - good speeds, reasonable fast customer service.
But it's gone down the tubes since. Rarely get advertised speed, total drop outs are common, and it takes a lifetime to get through to a human being at customer services - not that they're usually the slightest help anyway. Great with promises, not so hot on action.
They've recently offered me fibre, but my question on how the hell they can guarantee high speeds when they can't even maintain ordinary adsl speeds brings just corporate guff.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2015-10-22
- Comments
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Terrible beyond belief. Customer service pay you lip service to pacify you but the problem is never solved. Plusnet admit that there is a broadband issue and then state that fault is corrected but it is not. I have had no broadband issues at all until i signed up to plusnet, coincidence i think not! I am currently paying for a service that is not fit for purpose!
- Location
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- Location
- Beckenham
- Reviewing
- Plusnet
- Date
- 2015-10-21
- Comments
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We were originally with Talk Talk when we signed up with Virgin to get a better deal. However, despite several texts from Virgin confirming they would be attending for the installation, no one actually turned up! Were very annoyed especially as my husband, who was very ill with the flu at that time, spent the day moving furniture, taking stuff off of wardrobes etc., so that they could run the cables. Decided to stay with Talk Talk who informed us that it was "too late to cancel the cancellation" and disconnected our broadband and telephone line the next day. Bit annoyed with Talk Talk and Virgin so signed up with Plusnet. Very smooth from start to finish. They reconnected our phone line the very next day. Had to wait a couple of weeks for fibre optic broadband to be installed as they were fully booked, however, on the day of the installation the engineer (who was very nice) turned up at 8.00am ringing beforehand to say he was on his way. Throughout the 2 week wait for the broadband we received regular texts and emails with updates. Since having the service installed we have had absolutely no problems with the broadband or telephone. My only slight niggle was that I had to ring them a couple of times (once to get the caller display added to the phone and the other time to confirm they would still be coming to install as Virgin made me a bit paranoid)and had to wait about 50 minutes on one occasion and about 35 minutes on the other before I got to speak to anyone. However, as the calls are free I just got on with my life whilst having the phone on loudspeaker. Once I did speak to them, they were very pleasant on the phone and actually sounded like they knew what they were talking about. All in all I am very pleased with their service and would definitely recommend them.
- Location
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- Location
- oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
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useless,unreliable and takes weeks to do anything, leaving is also a nightmare. Do not want to let you leave after agreeing to you leaving, then wont refund prepayment period. Have wasted litterally hours on the phone to them.
- Location
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- Location
- Nottinghamshire
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
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Been waiting for Fibre optic broadband for almost 3 weeks, after BT failed to keep appointment. No response from Plusnet, but my money is OK.
- Location
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- Location
- Nottinghamshire
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
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Been waiting for Fibre optic broadband for almost 3 weeks, after BT failed to keep appointment. No response from Plusnet, but my money is OK.
- Location
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- Location
- Hoddesdon
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
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Throttling seems to be endemic with budget providers.
Frequent drop out and times when no service available.
Glad I'm not paying huge sums for this.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
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Just appalling service on all levels. I ordered fibre on 31 July and sine then have had it for 3 days only. Routinely wait 40-45 minutes to speak to customer service, but it is usually 90 as once through they transfer you to another department where you suffer the same wait to get through. My fibre has been cut off three times by PN "in error" but each time it takes 15 days to restore. I'm now on my fourth reconnection and so can post this. I'm often sceptical of bad reviews, wanting to give the benefit of the doubt, but PN are truly the worst company I have ever come across in all aspects. Aside from those gripes the phone line crackles and, having put in 5 (five) requests for caller number display, which costs me 99p per month) it has never been switched on. Aside from emails, which take 10 days to answer, phone calls which take 45 mins to answer, and live chat where the operator on the other end cannot write in even vaguely comprehensible English, I have tried mail and courier. All to no avail. I think the only solution is a trip to Yorkshire. Life is too short. It should not be like this. Anyway, AVOID AVOID AVOID.
- Location
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- Location
- Pontypool
- Reviewing
- Plusnet
- Date
- 2015-10-19
- Comments
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Moved to plusnet from talk-talk and I thought I'd never say this but "come back talk-talk, all is forgiven!". In comparison, talk-talk is fantastic! Or to be exact, plusnet is absolute rubbish. They messed up every step of the switch-over, which took about one month from order - so much for the 10 working days. Charged rates for service provision above those agreed, and were late in sending the router. When it finally arrived, I couldn't connect because they omitted to "switch" the service on!. As for the internet service provision itself, it's slow, almost guaranteed to "fall out" at least once every evening requiring a reboot of the router, and as for trying to talk to someone from the tech department - you've got to hold on the phone for about half an hour having to put up with the most diabolical "music" you can imagine before hand. The advert says "we'll do you proud" - what nonsense - I'll have the wooden spoon every time (refer to ad). I've unfortunately got another 11 months of the contract to go - it'll not be 11 months and 1 day I assure you - my advice? Simple - AVOID AT ALL COSTS
- Location
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- Location
- Aldeburgh
- Reviewing
- Plusnet
- Date
- 2015-10-19
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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AVOID AVOID AVOID. These people are completely inept. I haven't had a reliable broadband service since the beginning of the year, and after hanging on the phone for 30 minutes plus every time I ring to tell them about it, they fiddle around and supposedly fix the fault. Then a week later its the same again. I rang to cancel my account back in July and was persuaded to go over to fibre which I was told would sort everything out. It didn't - I just pay more, and now they are trying to tie me in to the 24 month contract I only took out on the basis it would solve the problem. I am now in dispute over their termination fee. Money for nothing, that is.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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Ignore the ads - speed dreadful, crackling phone line, engineer call outs cancelled without notice, lagging, dropping out - could go on and on. Over half an hour waiting for Customer Services. No refund for advance payments. Shocking, shocking service
- Location
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- Location
- Stafford
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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My internet speed and connection has been really bad lately. For the past two days I have been getting less than 100kb/s I have no idea why, it is normally 2mb/s or above and my connection is better. I can still watch youtube and stream films in HD quality though. Over all I think Plusnet for me has been bad overall, at the moment I cant even talk or play with my friends online because of it and that is what I enjoy doing.
- Location
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- Location
- grantham
- Reviewing
- Plusnet
- Date
- 2015-10-15
- Comments
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Following a house move PlusNet were incapable of handling the transfer. After weeks of frustration, incompetence and broken promises I moved to a new provider. I am now in dispute with them over cancellation fees. Yesterday they sent me a bill for £20425.00 They seen more interested in advertising how good they are but their systems appear chaotic and unable to cope; apart from sending money demands. It is virtually impossible to get through to them and when you do succeed they are no help. Best steer clear of PlusNet.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2015-10-15
- Comments
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When I changed to another broadband supplier they said sorry you are leaving and cancelled my direct debit.
Then the accounts dept said they couldn't access my direct debit and they couldn't take my monthly payment.I told them I had changed my supplier and that they had cancelled my direct debit I spoke to their accounts and they told me I owed £12.63 so I sent a cheque for this amount on the 10/10/15 .on the 14/10/15 I receive a letter saying I owed £1263.00 I later received an email with an apogee but still saying I owed £12.63 . A sad end to a to a relationship with a company that had up until then been vert good.
- Location
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- Location
- huddersfield
- Reviewing
- Plusnet
- Date
- 2015-10-15
- Comments
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AVOID PLUSNET - Peter Kay might reckon these guys are just great but on every account they are terrible. I was cut off for 2 weeks phone and broadband - no help at all - you have to call them to find out what, if anything, is being done, as go through the usual 30 mins plus wait just to talk to a really unhelpful adviser who knows nothing and is totally demotivated and uninterested in pushing for any action. Speeds were below what was publicised when it did work. When you send them an email it took 10 days to get a response. DIRE - AVOID!!!
- Location
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- Location
- huddersfield
- Reviewing
- Plusnet
- Date
- 2015-10-14
- Location
-
- Location
- kettering
- Reviewing
- Plusnet
- Date
- 2015-10-13
- Comments
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take no notice of there adverts about customer service 20 minute wait on the phone gave up once. Having changed my bank I received a email asking for more card details and if I did not give it to them my service may be reduced apparently it takes them10-14 days to set up another direct debit.
- Location
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- Location
- Haverhill
- Reviewing
- Plusnet
- Date
- 2015-10-12
- Comments
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Like so many on this site, Plusnet have messed up big time. Not going to go into all the details but it would appear that within the Plusnet company 'Arse and Elbow' springs to mind. I would definately not recommend Plusnet to anyone . . .
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2015-10-12
- Comments
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I ordered fibre from plusnet at the end of August. No contact from plusnet and nobody turned up on the assigned installation date. I called to complain and they said I had to wait another month, I asked to cancel but they said I would be liable for the whole term of my contract if I did! Anyway they gave me another installation date a month later. No contact from plusnet and nobody turned up on that installation date either. This is the worst customer service I have ever received from any company ever! I wish there was a rating lower than 1 star!
- Location
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- Location
- north Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-10-10
- Comments
-
Words fail me. We have our internet and landline through plusnet, DO NOT USE THEM.
I have had no landline or internet for 2 WEEKS. Part of which my husband was away and I was alone in threes middle of the countryside.
Took day off work at great expense too me, told I would be fined £50 if not there. They didn't turn up!!!
Numerous calls from work...numerous promises. Still without any phone or internet. BE WARNED
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
-
Good honest broadband from Yorkshire? Leading customer support? Yeah, right...
Worst issue: A completely private and unique email account, that had only ever been given to PN's billing system and has never been used anywhere else, has been 'leaked'. This has happened to *many* other PN customers using similar unique and private PN-only email addresses (there's a way to do this so that no spammer should ever get hold of the address unless it's given out by the person it was given to). PN doesn't seem to care that they can be the only source of this supposedly-accidental leak of confidential information about their customers. I now recieve hundreds of spam emails a week to an account that had existed for years without any at all, until PN leaked it. PN has tried to ignore and belittle this incident on their forum in the hopes that it just goes away and people forget about it. Customer support refuse to discuss the issue and just regurgitate useless advice about how to avoid spam in general.
Other issues: The speed drops significantly (almost unusable) every night, between midnight and around 2am. I live in a quiet-ish area and there's no way that it is local contention or interference. This has gone on for several years on PN.
It's a shame. PN was good once, many years ago. Not so now. Of course, BT own them now and pull the strings I imagine...
- Location
-
- Location
- Corby
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
-
Worst mistake of my life, joined plusnet due to their advert, unfortunately on the day I got my Broadband set up with them I realised I made a huge mistake, I mean the 1st day the Internet went down I phoned them up so see what is up and waited 50 minutes for my call to be answered.
The fibre broadband speed I had was so slow, I was unable to have 2 Internet windows open at the same time, some larger website were impossible to view, I called Plusnet to report the slowness only to get told I will need a laptop so they can talk me through how to test that the modem or router are working fine, I informed them that I do not own a laptop and was told I need to purchase one otherwise they can not help me!
I put up with this problem as I wasn't going to get a laptop, I was then informed that they are putting up their prices and due to this I could cancel my contract early without any cost to me, I did cancel and went to another provider still using Open reach cables but with this companies router etc and the speed is brilliant.
A month after I received a email from plusnet informing me I had to pay 1 months phone line rental by mid September otherwise they will send my information to a debt collector, I phoned plusnet and was told there is no amount to be paid and they had credited my account so the balance was zero!
I received a letter yesterday from a debt collection company saying I have 7 days from the date of the letter to pay plusnet £115 otherwise they will take the matter further, I straight away called Plusnet and after waiting 35 minutes my call was answered, I got told the fee was a cancellation fee, I explained that I was told and still have it in writing that no charge will be applied to me for cancelling early, unfortunately Plusnet have no record off this so today I emailed them a copy off this message and got a automated email back stating my email will get a response within 10 working days, however the debt collector wants payment within 4 days now!
Plusnet are a joke,Please do not fall for their advert like I did, the companies they say they are better than are in fact much better than plusnet as I have found out!
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
-
Beware of Plusnet if you plan to move home. We paid for line rental upfront and had a good deal with no contract end date, we looked for this as we were planning to move in the year. However when we came to move they slap a £65 moving charge on you which is hidden in their T&C's! Wouldn't refund or offer any help it was either pay this or lose the line rental savings we had already paid. Thieving scum bags!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.